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The objective of the paper is to identify the determinants of service quality as well as its impact on the satisfaction of public transport commuters. The paper explores the relationship between… (More)
Dissertacao de Mestrado em Psicologia Clinica Dinâmica e Sistemica, apresentada a Faculdade de Psicologia e de Ciencias da Educacao da Universidade de Coimbra
The main objective of this paper is to explore the alignment between the operations perspective of service quality and the customer expectations. In order to analyse this alignment, the concept and… (More)